Training Day: Growing Workers to Serve with Excellence

Presented by: Dorothy Hargett – Librarian, Head of Access Services

Regent University Library

Common mistakes made when supervising public service providers and offer suggestions for avoiding and overcoming these issues.

We will discuss the importance of establishing clear guidelines and a relevant path of communication.

View and discuss short video clips that provide re-enactments of actual interactions between staff and customers.

Discussion Points

Everybody is Talking About It!

Anybody who says they don’t need customer service training

definitely needs customer service training.

Who Needs it?...We all Do!

Learning is not attained by chance, it must be sought for with ardor and attended to with diligence. Abigail Adams

This is what learning is. You suddenly understand something you’ve understood all your life, but in a new way. Doris Lessing

Quote

Over 50 percent said that customer service was not a high priority.

The Library Survey

Amazed

Heavenly……Really?????

Wings of an Angel

The Key

The Key

Presentation is the Key

Baby – PRESENTATION IS THE KEY

WHAT??

The RCL EFFECT

◦Respect◦Communication◦Listen

The RCL Effect

RESPECT

Harvard Business Review(HBR) – study of 20,000 employees say respect is what they want most.

Those that get respect from their leaders reported 56% better health and well-being

RESPECT

No other leader behavior had a bigger effect on employees across the outcomes that were measured. Being treated with respect was more important to employees than recognition and appreciation.

RESPECT – HAVARD BUSINESS REVIEW STUDY

When in doubt ask for clarification

Be specific

COMMUNICATE

What Just Happened???

Tota

lly

confu

sed

Don’t try and fix it or give advice—just listen.

Be attentive and focus on what the person is really saying.

LISTEN

Nail in head vide

LISTEN

Gallup Poll A Gallup poll of more 1 million

employed U.S. workers concluded that the No. 1 reason people quit their jobs is a bad boss or immediate supervisor. "People are quitting their bosses not their companies.”

He doesn’t know it yet but

something needs to

change…will you tell him?

More importantly how

will you tell him?

NO FOOD ALLOWED

These containers…..

are not spill-proof x

Please dispose of these types of containers before entering the library. Thank you

No Cell Phones

HOW MANY TIMES DO I HAVE TO TELL YOU TO BE QUIET!

Yes You Can!

A Cup of CoffeeCell PhonesTalking FloorCoffee ShopsLonger hours New Technology

ReliableTimelyExcellentMemorable

What is Customer Service?

I LOVE MY JOB! CAN’T YOU TELL!

Serves the Community

The Patron ReturnsJobs are Saved

Why in Libraries?

INATTENTIVE

ATTENTIVE

DISTRACTED

Are you Finished Yet?

“Customers don’t care what you know until they know that you care.”

Digital Equipment Company

An unhappy customer remembers the incident for 23 and a half years and talks about it for 18 months.

US Office of Consumer Affairs

Experience

Shout it from the Mountain Top

“When a customer has a bad experience, they tell 10 people. When they have a good experience, they tell two.”

unknown

No! I can’t do your research!

YOU’RE SCARING ME!

Saying I don’t know, without offering to find a answer

Arguing====It takes twoBeing Mr. Knowitall

Avoid

Be professional/Greeting often begins before the patron reaches the desk.

Acknowledge patrons immediately, even if

you can’t help them right away.

Be calm and positive—no matter how angry the patron gets.

The customer isn’t always right but should always be respected

Customer Service Tips

Your Library becomes Patron’s choice

Enhances Security measures

Increases morale and cohesiveness among staff

Your knowledgeable attitude reflects back to patrons

Why Is Continuous Training Important?

Training is important…….

Because this lady just walked away totally confused.

Miss! Can I check this book out

Presentation is the Key!

The RCL EFFECTRespectCommunicateListen

Every Customer is Valuable

Remember!